Software products in this category help measure client satisfaction, recognize what’s stopping a customer from buying, and identify scopes for improvement. The software does this by running online surveys, asking the right question to customers at the right time. Advanced enterprise feedback management software not only collects and organizes feedback from customers, but helps find a way to incorporate the feedback into your daily business operations, so that you can take timely steps to reduce churn or improve the quality of your products and services. Different products come with different features, but some common features include ability to track the user’s behavior on your website while they were leaving feedback, ability to share prototypes with clients or team members and invite them to leave feedback, and ability to analyze and interpret the feedback. Read the full software guide...
Feedback management software automates the collection and management of feedback from customers or stakeholders and helps incorporate the feedback directly into daily business operations. With feedback management software, you can turn customer feedback into actionable information and respond to any negative feedback in real time. Some products assign scores for customer satisfaction and allow you to compare your scores with that of your competitors.
Products in this category usually collect feedback from multiple touch points using surveys, web forms, and social media channels but consolidate all the feedback into a single dashboard. Advanced enterprise feedback management (EFM) tools not only allow you to manage feedback centrally but help distribute the information throughout the organization. You can allow multiple users to use the same EFM software, but assign role-based permissions to different users.
Feedback management software helps organizations save time and money on collecting and organizing feedback and provides them an opportunity to improve their products and services based on continuous feedback received from customers or employees.
This software category covers a wide range of products - from simple live chat software to online survey tools and products that mainly focus on measuring customer satisfaction. You should choose a product depending on your individual requirements and preferences. For instance, some web-based feedback management tools are perfect for designers. These tools allow you to get feedback from clients, without having to share the original files. You simply need to create a feedback page, upload your draft design and share its link with your clients.
You’ll also find products that allow you to get and manage reviews on popular review sites, run online surveys and promotions on your website and automatically collect customer feedback after every successful transaction. Some products even capture screenshots of the customer’s screen, so you can find out what the customer was doing before leaving feedback.
Some other features to look for include ability to share surveys with team members, ability to create a library of feedback questions, and ability to use preset templates for designing survey or feedback forms. Some feedback management tools even allow you to create customized layouts by incorporating your company’s logo or theme colors into the design. More advanced products allow you to collaborate on projects, create custom reports, share password-protected survey results with selected users, transfer survey ownership when someone leaves your company, automatically trigger surveys after every purchase and view status of ongoing surveys. Some products even allow you to select who should provide feedback on what.
|Analytics||Analyze and gain insights from data including web traffic, campaign conversions, sensoric output and more.|
|API||Application Programming Interfaces (APIs) are programmatic intersections with external products or platforms that allow for custom integrations with your own solutions or other solutions you are using.|
|Calendar Management||Manage and update calendars for scheduling or consolidation of events across teams, departments or business functions.|
|Call Tracking||Track which of your online and offline marketing efforts are successfully generating calls.|
|Contact Management||Manage large amounts of personal or business contacts in a centralized system.|
|Dashboard||Dashboards are digital interfaces commonly used to visualise data or give quick access to important features and functions of online platforms. They often serve as an overview gateway in software applications.|
|Data Export||Exporting functionality can be used to streamline the migration of data sets and information across systems, platforms or applications.|
|Data Import||Importing functionality allows you to use data sets from other systems or platforms to cut down on data entry requirements or to more easily migrate records from similar applications you have used in the past.|
|Data Visualization||Data visualization features render a visual interpretation of data sets through the use of charts, infographics and other visual cues generally in form of a reporting dashboard.|
|Email Integration||Integration with email clients or providers to create and send emails as well as view received emails within an application.|
|External Integrations||Integrations with other software products or platforms to improve efficiency and compatibility across systems.|
|Google Apps Integration||Integration with the G Suite, including Gmail, Google Docs, Google Sheets, Google Calendar, etc.|
|Multi-User||Supports more than just one user account and generally allows for collaboration with colleagues.|
|Net Promoter Score||The Net Promoter Score (NPS) is a tool that can be used to gauge the loyalty of a firm's customer relationships.|
|Notifications||Includes notification support and sends you alerts with information on important events and other time sensitive instances. For example through push notifications on mobile phones or email notifications.|
|Review Monitoring||Track user review and feedback sites and receive notifications to protect the reputation of your business.|
|Scheduling||Schedule tasks, resources, appointments, payments, communications, etc.|
|Softphone||Similarly to VOIP, Softphone features allow you to make calls via the internet.|
|Third-Party Plugins/Add-Ons||Offers additional features or integrations built by third-party developers in form of plugins or add-ons.|
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